# Plex subtitles not working with new agent **URL:** \ **Category:** Metadata & Adding Files\ **Tags:** server-mac\ **Created:** [August 11, 2020, 12:51am UTC](https://forums.plex.tv/t/plex-subtitles-not-working-with-new-agent/622486 "2020-08-11T00:51:31Z")\ **Posts on this page:** 20\ **Page:** 1
**Author:** ![IMacosiris](https://sea1.discourse-cdn.com/plex/user_avatar/forums.plex.tv/imacosiris/32/367_2.png) [@IMacosiris](https://forums.plex.tv/u/IMacosiris)\ **Post date:** [August 11, 2020, 12:51am UTC](https://forums.plex.tv/t/plex-subtitles-not-working-with-new-agent/622486/1 "2020-08-11T00:51:31Z")
Hi guys I have a problem with the last version of Plex and the new movie agent scraper. I have my movie collection set for years, and now my movies “lose” the subtitles for example I have the movie Movie \<-- Directory Out For Justice (1991) \<-- Directory Out For Justice (1991).es.srt. \<-- Subtitle file Out For Justice (1991).mp4. \<-- movie file when I play this on my appleTv 4 last iOS version and last Plex app the file show no subtitle Same with Roku last version I did a refresh all metadata (for more than 6000 movies) most all my files are mp4 container or mkv (the mp4 have NO metadata inside) The movie library are set: Scanner : Plex Movie Agent: Plex Movie I don’t now what else to do can some one help me with this ? The PMS version is 1.20.0.3181-0800642ec Br ---
**Author:** ![IMacosiris](https://sea1.discourse-cdn.com/plex/user_avatar/forums.plex.tv/imacosiris/32/367_2.png) [@IMacosiris](https://forums.plex.tv/u/IMacosiris)\ **Post date:** [August 12, 2020, 9:03pm UTC](https://forums.plex.tv/t/plex-subtitles-not-working-with-new-agent/622486/2 "2020-08-12T21:03:09Z")
![CF2C34D2-DF2C-4E15-92C6-7009FD99764D](https://global.discourse-cdn.com/plex/original/3X/9/4/9498b6eb4f4e0b46597922a14a2eefbf11a17cc0.jpeg) But the subtitle is there ![A4117F79-4C9B-4A61-957D-4834106B0D81](https://global.discourse-cdn.com/plex/original/3X/f/b/fbc0da0514ff14bbd1209872a47197ee939fd1cf.jpeg) I have more than 6000 movies, for years, this stop working now and is really annoying . Can please some one tell me how to fix this ? ---
**Author:** ![anon5074910](https://avatars.discourse-cdn.com/v4/letter/a/db5fbb/32.png) [@anon5074910](https://forums.plex.tv/u/anon5074910)\ **Post date:** [August 13, 2020, 7:23am UTC](https://forums.plex.tv/t/plex-subtitles-not-working-with-new-agent/622486/3 "2020-08-13T07:23:53Z")
I also have this problem which makes the new agent unusable when it comes to movies with subtitles. > [@Bunch of \`Unknown (SRT External)' junk after updating to new Plex Movie Agent](https://forums.plex.tv/t/bunch-of-unknown-srt-external-junk-after-updating-to-new-plex-movie-agent/616196/16): > > @drzoidberg33 I took another look at the new agent today to see what the state of play is with it. While the problem I reported above with the multiple .srt files is fixed there is still a problem with .srt files not being detected correctly. I have some movies with subtitles found and many that don’t. All are picked up correctly with both the legacy and TMDB agents. Only the new agent is having a problem. Are you aware of problems with srt files not being detected ? One example would be … … Only solution ATM is to move the library back using the legacy plex agent. ---
**Author:** ![drzoidberg33](https://sea1.discourse-cdn.com/plex/user_avatar/forums.plex.tv/drzoidberg33/32/4184_2.png) [@drzoidberg33](https://forums.plex.tv/u/drzoidberg33)\ **Post date:** [August 13, 2020, 8:47am UTC](https://forums.plex.tv/t/plex-subtitles-not-working-with-new-agent/622486/4 "2020-08-13T08:47:25Z")
Could you refresh metadata for that item and then send me your logs? (Settings -\> Troubleshooting -\> Download Logs) ---
**Author:** ![anon5074910](https://avatars.discourse-cdn.com/v4/letter/a/db5fbb/32.png) [@anon5074910](https://forums.plex.tv/u/anon5074910)\ **Post date:** [August 13, 2020, 12:35pm UTC](https://forums.plex.tv/t/plex-subtitles-not-working-with-new-agent/622486/5 "2020-08-13T12:35:22Z")
@drzoidberg33 In the interest of helping I have moved my movie library back over to the new agent and refreshed all the data. What I done is the following to hopefully get you a clean set of logs … - upgrade movie library to use new agent - scanned library and refreshed all meta data - stopped plex server deleted logs and started plex again - scanned library and refreshed all meta data (again just to be sure) problem reproduced again where some movies would defect my eng.srt files and others would not. So I then - manually refreshed a movie which correctly detected the srt files (The Old Guard (2020).mp4 & The Old Guard (2020).eng.srt) - manually refreshed a movie which is not detecting the srt files (Dawn of the Planet of the Apes (2014).mp4 & Dawn of the Planet of the Apes (2014).eng.srt) logs attached below for reference. Let me know if you need anything else. [Plex Media Server Logs\_2020-08-13\_13-33-50.zip](https://forums.plex.tv/uploads/short-url/zKJnnoYIKiezakgmbYCfGRaWwqn.zip) (2.3 MB) BTW… this is really painful to manual fix after this happens as all movies with srt need to be manually set again once switching back to the legacy agent. ---
**Author:** ![drzoidberg33](https://sea1.discourse-cdn.com/plex/user_avatar/forums.plex.tv/drzoidberg33/32/4184_2.png) [@drzoidberg33](https://forums.plex.tv/u/drzoidberg33)\ **Post date:** [August 13, 2020, 12:57pm UTC](https://forums.plex.tv/t/plex-subtitles-not-working-with-new-agent/622486/6 "2020-08-13T12:57:15Z")
Thank you for the effort! I can see the subtitles getting picked up and saved to the media bundle so it must be something else causing it - would you mind sending me a DM with a copy of your database? ---
**Author:** ![anon5074910](https://avatars.discourse-cdn.com/v4/letter/a/db5fbb/32.png) [@anon5074910](https://forums.plex.tv/u/anon5074910)\ **Post date:** [August 13, 2020, 1:11pm UTC](https://forums.plex.tv/t/plex-subtitles-not-working-with-new-agent/622486/7 "2020-08-13T13:11:34Z")
Sure – tried sending the db via DM but it won’t upload – guess its too big. ---
**Author:** ![anon5074910](https://avatars.discourse-cdn.com/v4/letter/a/db5fbb/32.png) [@anon5074910](https://forums.plex.tv/u/anon5074910)\ **Post date:** [August 14, 2020, 7:34am UTC](https://forums.plex.tv/t/plex-subtitles-not-working-with-new-agent/622486/8 "2020-08-14T07:34:57Z")
fyi… keeping this thread updated – I have successfully uploaded a new set of logs and my db to @drzoidberg33 directly so hopefully the issue can be identified. ---
**Author:** ![IMacosiris](https://sea1.discourse-cdn.com/plex/user_avatar/forums.plex.tv/imacosiris/32/367_2.png) [@IMacosiris](https://forums.plex.tv/u/IMacosiris)\ **Post date:** [August 17, 2020, 12:58am UTC](https://forums.plex.tv/t/plex-subtitles-not-working-with-new-agent/622486/9 "2020-08-17T00:58:53Z")
Sorry about the delay here are my logs and DB dump Hope that helps [Plex Media Server Databases\_2018-07-11\_15-15-16.zip](https://forums.plex.tv/uploads/short-url/p9HOIsKv3legPvi6Qnc5531MOTF.zip) (22 Bytes) [Plex Media Server Logs\_2020-08-16\_21-54-15.zip](https://forums.plex.tv/uploads/short-url/vXNmoAX7rMftvP5AP6RCH0jUFad.zip) (1.6 MB) ---
**Author:** ![IMacosiris](https://sea1.discourse-cdn.com/plex/user_avatar/forums.plex.tv/imacosiris/32/367_2.png) [@IMacosiris](https://forums.plex.tv/u/IMacosiris)\ **Post date:** [August 17, 2020, 3:46am UTC](https://forums.plex.tv/t/plex-subtitles-not-working-with-new-agent/622486/10 "2020-08-17T03:46:55Z")
again ![D44C5858-2F25-4286-9BCB-0E57AFB7391E](https://global.discourse-cdn.com/plex/original/3X/e/0/e09343eba65ae65c466ae5cfe5ca7d064afe4c32.jpeg) This goin to the point to be Plex useless ![3F969841-FAA2-43EF-8463-4C57602D0A40](https://global.discourse-cdn.com/plex/original/3X/5/0/50b286acadf1762b2e8fce9f0d4dc4c23af28591.jpeg) I think instead to add “new features” Plex should do the basic thing wright play a movie or tv show, pickup the subtitle and transcode if needed The rest I don’t care What’s the point to normalise file names put all in place if the system fail ??? Hope you can fix this Br ---
**Author:** ![drzoidberg33](https://sea1.discourse-cdn.com/plex/user_avatar/forums.plex.tv/drzoidberg33/32/4184_2.png) [@drzoidberg33](https://forums.plex.tv/u/drzoidberg33)\ **Post date:** [August 17, 2020, 12:40pm UTC](https://forums.plex.tv/t/plex-subtitles-not-working-with-new-agent/622486/11 "2020-08-17T12:40:11Z")
Thanks for the reports - @anon5074910 sent me database and logs last week and I’ve tracked down the issue. Will try and get this fix in for the next beta. ---
**Author:** ![jasonsansone](https://sea1.discourse-cdn.com/plex/user_avatar/forums.plex.tv/jasonsansone/32/291100_2.png) [@jasonsansone](https://forums.plex.tv/u/jasonsansone)\ **Post date:** [August 18, 2020, 8:45pm UTC](https://forums.plex.tv/t/plex-subtitles-not-working-with-new-agent/622486/12 "2020-08-18T20:45:06Z")
Here are additional logs if helpful. I’m having the same issue. [Plex Media Server Logs\_2020-08-18\_15-43-46.zip](https://forums.plex.tv/uploads/short-url/zxBiEvpZierENvL6yeE5bVSn79J.zip) (6.0 MB) ---
**Author:** ![drzoidberg33](https://sea1.discourse-cdn.com/plex/user_avatar/forums.plex.tv/drzoidberg33/32/4184_2.png) [@drzoidberg33](https://forums.plex.tv/u/drzoidberg33)\ **Post date:** [August 19, 2020, 10:21am UTC](https://forums.plex.tv/t/plex-subtitles-not-working-with-new-agent/622486/13 "2020-08-19T10:21:31Z")
Thanks, your logs show that this is the same issue which has been addressed in 1.20.1 - essentially the movie file has changed at some point between originally being scanned into your library and now but we never updated the hash in our database. With 1.20.1 we’ll ensure the hash gets updated during analysis - so with these movies you’ll just need to run an analyze and possibly refresh the metadata afterwards or you could analyze the entire library to ensure all hashes are updated. ---
**Author:** ![JoseP](https://avatars.discourse-cdn.com/v4/letter/j/71e660/32.png) [@JoseP](https://forums.plex.tv/u/JoseP)\ **Post date:** [August 19, 2020, 10:47am UTC](https://forums.plex.tv/t/plex-subtitles-not-working-with-new-agent/622486/14 "2020-08-19T10:47:42Z")
Will that change something related to the Unknown subtitle issue? ---
**Author:** ![drzoidberg33](https://sea1.discourse-cdn.com/plex/user_avatar/forums.plex.tv/drzoidberg33/32/4184_2.png) [@drzoidberg33](https://forums.plex.tv/u/drzoidberg33)\ **Post date:** [August 19, 2020, 10:54am UTC](https://forums.plex.tv/t/plex-subtitles-not-working-with-new-agent/622486/15 "2020-08-19T10:54:26Z")
Unknown subtitle shows when we cannot determine the language - you should have subtitles named exactly like the movie with the language code at the end like: ```auto /mnt/movies/The Movie (2020)/The Movie (2020).mkv /mnt/movies/The Movie (2020)/The Movie (2020).en.srt or /mnt/movies/The Movie (2020)/The Movie (2020).eng.srt or /mnt/movies/The Movie (2020)/The Movie (2020).en.forced.srt ``` ---
**Author:** ![IMacosiris](https://sea1.discourse-cdn.com/plex/user_avatar/forums.plex.tv/imacosiris/32/367_2.png) [@IMacosiris](https://forums.plex.tv/u/IMacosiris)\ **Post date:** [August 19, 2020, 1:56pm UTC](https://forums.plex.tv/t/plex-subtitles-not-working-with-new-agent/622486/16 "2020-08-19T13:56:30Z")
I have all my movies and TV-show with subtitles in that format for years. An now stop to work, please fix that Plex need to be work as expected then you can show all the feature that you want. I can’t understand how you can explore and analyse a directory see a file movie.mp4 and you can’t see the other file movie.es.srt. Please fix this ---
**Author:** ![IMacosiris](https://sea1.discourse-cdn.com/plex/user_avatar/forums.plex.tv/imacosiris/32/367_2.png) [@IMacosiris](https://forums.plex.tv/u/IMacosiris)\ **Post date:** [August 20, 2020, 12:13am UTC](https://forums.plex.tv/t/plex-subtitles-not-working-with-new-agent/622486/17 "2020-08-20T00:13:40Z")
And again Note the info show the subtitle, and Plex say there is no subtitle ![51446D3E-EC0E-4673-BB73-E25EB6D571A5](https://global.discourse-cdn.com/plex/original/3X/b/a/ba63940317c476da4a2098c06cf0c752e828fd6b.jpeg) ![FF77C114-FD90-4535-8696-3A8036D4D806](https://global.discourse-cdn.com/plex/original/3X/8/f/8f2cb2769bec33bc69bbae198619832eed1492ca.jpeg) ![CD5EA01A-F19A-4D99-826C-5C9AD629E896](https://global.discourse-cdn.com/plex/original/3X/9/8/987c349dab1238ab14c3b5de8aa5915bd0130012.jpeg) ---
**Author:** ![BigWheel](https://sea1.discourse-cdn.com/plex/user_avatar/forums.plex.tv/bigwheel/32/78783_2.png) [@BigWheel](https://forums.plex.tv/u/BigWheel)\ **Post date:** [August 20, 2020, 12:33am UTC](https://forums.plex.tv/t/plex-subtitles-not-working-with-new-agent/622486/18 "2020-08-20T00:33:08Z")
He said it is fixed in 1.20.1. That should be out in the next few days. {edited out incorrect info) ---
**Author:** ![drzoidberg33](https://sea1.discourse-cdn.com/plex/user_avatar/forums.plex.tv/drzoidberg33/32/4184_2.png) [@drzoidberg33](https://forums.plex.tv/u/drzoidberg33)\ **Post date:** [August 20, 2020, 8:36am UTC](https://forums.plex.tv/t/plex-subtitles-not-working-with-new-agent/622486/19 "2020-08-20T08:36:34Z")
@BigWheel that won’t work yet - only in 1.20.1. ---
**Author:** ![BigWheel](https://sea1.discourse-cdn.com/plex/user_avatar/forums.plex.tv/bigwheel/32/78783_2.png) [@BigWheel](https://forums.plex.tv/u/BigWheel)\ **Post date:** [August 20, 2020, 8:44am UTC](https://forums.plex.tv/t/plex-subtitles-not-working-with-new-agent/622486/20 "2020-08-20T08:44:35Z")
oh ok [Next page](https://forums.plex.tv/t/plex-subtitles-not-working-with-new-agent/622486.md?page=2)